Senior Enquiry Advisor

Description

Senior Enquiry Advisor (Team Leader)

Location: National Enquiry Centre, Springfield Hospital, Chelmsford, Essex
Reports to: Contact Centre Manager
Department: National Enquiry Centre
Direct Reports: Enquiry Advisors

About Us

At Ramsay Health Care UK, we believe in “People Caring for People.” Our culture is built on strong relationships, sustainable growth, and a commitment to constant improvement. If you’re passionate about leading teams and delivering exceptional service, we want to hear from you.

The Role

As a Senior Enquiry Advisor (Team Leader), you will lead, coach, and motivate a team of contact centre enquiry advisors to achieve their performance targets while ensuring the highest standards of customer service. You will also work closely with our hospital teams, to support private growth.

Key Responsibilities

Lead and support a team to consistently achieve their KPIs through effective coaching, mentoring, and performance monitoring.

Identify training and development needs, building a high-performing team with robust knowledge of processes and services.

Communicate staff performance trends and business insights to the Contact Centre Manager.

Ensure all customers receive accurate and timely information, always maintaining professionalism.

Confidently communicate service offerings, including pricing and availability, to clients and stakeholders.

Oversee call centre operations, ensuring calls are answered within agreed service levels.

Monitor and allocate incoming work streams efficiently.

Ensure all enquiries are handled professionally and promptly across all channels.

Support the team in improving conversion rates from enquiries to appointments, ensuring all activity is recorded.

Liaise with medical secretaries, consultants, and unit contacts to keep information up to date.

Maintain accurate records across all booking and enquiry systems.

Adhere to and role model quality expectations.

Serve as the key point of contact for the Private Patient Manager at your assigned hospital cluster. Proactively sharing insights into performance and collaborating to support private growth.

Key Deliverables

Meet call handling, self-pay sales, insurer, and quality KPIs.

Follow escalation processes and communicate barriers to bookings.

Ensure all quality measures are met and continuous improvement is driven.

About You

Essential Experience:

Previous customer service experience.

Experience using Patient Administration Systems (PAS).

Proven track record in driving performance improvements across a team.

Previous sales experience and experience in a call centre environment.

Experience in coaching, mentoring, and providing training.

Strong stakeholder management skills.

Desirable:

Experience in a sales-focused environment working to performance targets.

Previous leadership experience in a contact centre or customer service environment.

Experience leading continuous improvement initiatives.

Benefits:

25 Days Leave + Bank Holidays

Buy & Sell Flexi Leave Options

Private Pension where Ramsay will match up to 5% after a qualifying period

Enhanced Competitive Parental Leave Policies

Private Medical Cover with option to add partner & dependants

Life Assurance (Death in Service) x3 base salary

Free Training and Development via the Ramsay Academy

Subsidised staff restaurant

Concerts for Carers

Employee Assistance Programme

Cycle2Work scheme available, in partnership with Halfords

The Blue Light Card Scheme

About Us:

Ramsay Health Care UK is a well-established global hospital group with over 50 years’ experience. We are a global provider operating in 11 countries with 77,000 staff who treat 8 million patients each year. It is well respected within the healthcare industry and is one of the leading providers of independent hospital services in England. We are well known for our strong, long-standing relationship with the NHS.

We love people with a positive, “can do” attitude who want to make a difference in their work. "Our employees are Ramsay." The skills and commitment of our employees forms the basis for our success.

We know our people are our greatest asset, our business is growing and we would like you to join us. “The Ramsay Way” culture recognises that people – staff and doctors – are Ramsay Health Care’s most important asset and this has been key to our ongoing success. 

We are proud of our ‘Speak Up for Safety’ programme and ensure that the patient is at the heart of everything we do. Join us and have more ‘Time to Care’. 

We are committed to equality of opportunity for all. This position is subject to an Enhanced DBS check. 

We care.
 

It’s more than what we do, it’s who we are. Everything we do is about striving to deliver the best care. And it's a belief that's as true today as it was when we welcomed our first patients in 1964.
 

“The Ramsay Way” culture recognises that our people are our most important asset and this has been key to our ongoing success.

We are proud to support the UK’s Armed Forces and Reservists and have already achieved the Silver Award as part of the MOD’s Armed Forces Covenant Employer Recognition Scheme. The scheme recognises employers who actively support Defence while encouraging other organisations to adopt the same behaviours in their workplace. As a company we are committed to supporting the wider Armed Forces community and this includes our staff as well as our patients.

We are committed to equality of opportunity for all. This position is subject to background and DBS checks.